Some Heartbeat users not showing up on Live Users

Question

Hello, 
 I am using only Security Heartbeat as the client authentication method and at least 10% of my clients doesn't show up in Live Users, I can confirm that the Sophos AV Agent is installed with no errors and is communicating with Sophos Central but if I restart or logoff/login on this computers there is no entry on Log Viewer - Authentication for that IP, I already have reinstalled the Sophos Agent but no success, other computers within the same network and domain works fine.

emmosophos · Answer

Hello Rodrigo, 
 Thank you for contacting the Sophos Community. 
 Is there something different for those computers that don't work? For the way you describe it, it seems the issue is always with the same computers. 
 Does the Heartbeat.log on the XG say something about the IP of the computers that fail to show in the Live Users? 
 Regards,